AJAR.id – Hello Ajarian! Guests who participate in face to face communication experience a range of communication techniques both verbal and non-verbal. When guests have a different first language to the hotel staff a non-verbal approach will help communication.
Over the phone, the staff needs to communicate the major part of any information with voice only so how and what is said is suddenly much more important. There is a need to think about voice tone, pace, and volume, to project a professional image. On top of that things that would normally be shown visually, like friendliness or enthusiasm, also need to be communicated through the voice.
- Guests can get responses immediately without misunderstanding.
- Face expressions and body language can be perceived how they are feeling.
- Getting eye contact to help you get an understanding of the communication.
- A face to face conversation will last longer as the more people talk together, the stronger and better relationship they have.
- Telephone communication will require greater skill in listening and interpreting sounds as well as words.
- Telephone communication will require greater use of questioning skills than face to face.
- Need to be more sensitive towards callers, for example, if a guest asks for information...